Returns and Refunds

Should you have any queries, please do not hesitate to contact us. 

If you would like to exchange a style or size, please click here to see how to simply return for exchange.

 THANK YOU 

We offer a full return and refund policy. Please read on to find out what you need to do in order to request an exchange or return...

1. We recommend trying all shoes on a carpeted surface to avoid any potential soiling or damage to the original shoes.
2. All items sent back to us should be in their original condition and in their original packaging.
3. Make sure you complete the Exchanges/Returns paperwork that accompanied your order and don't forget to include this in the parcel. We cannot process your exchange or refund if your name and order number are not included!
4. Please email us at studio@cocoroselondon.com, along with your order number, and detail your return request (so we know to expect your returns). It Really Helps - Thank you.
5. Items purchased online may not be returned to stockists.
6. For hygiene reasons, we cannot accept return of Face Masks.

  

RETURNS Policy 

If you are not happy with your item for any reason, or have simply changed your mind, you may return it within 30 days from receiving your order.

In case of dispute, we also recommend retaining proof of sending.

Once received, returned items will undergo a full quality control check. Refunds will be issued within 6 working days of receiving returned goods. Please note refunds can take up to 3-5 working days for the refund to reach you, once we have processed it from our side.

If you received a free promotional item with your purchase, this should also be returned to ensure you receive a full refund.

This is our Policy - but we are here to help. Any problems, please just let us know and we will work with you.

 

IF YOU'RE IN THE UK:

We've teamed up with Royal Mail  to make returning your items as hassle free and economical as possible. Please choose your preferred method below.

Please also note that we will refund your standard, initial delivery charge. If you paid for an expedited or special delivery, only the standard shipping price will be refunded.

Royal Mail 

You are welcome to download our easy-to-use Royal Mail shipping label by clicking here.     

IF YOU'RE IN THE EU:

Please ensure the package is clearly marked with 'BRITISH RETURNED GOODS’.

Please post your return parcel to the following address: 

Cocorose London, Artspace TWO,   4 Coburg Road, London N22 6UJ, United Kingdom

Please note we are unable to refund custom taxes or duties incurred outside of the UK. Initial delivery charges outside of the UK will not be refunded.

 

REST OF THE WORLD:

Please ensure the package is clearly marked with 'BRITISH RETURNED GOODS’.

Please post your return parcel to the following address: 

Cocorose London, Artspace Two, 4 Coburg Road, London N22 6UJ, United Kingdom

Please note we are unable to refund custom taxes or duties incurred outside of the UK. Initial delivery charges outside of the UK will not be refunded.

 

FAULTY ITEMS OR ITEMS THAT ARE DIFFERENT TO THOSE ORDERED

If your items are faulty or are different to those ordered, firstly, may we apologise. We will provide a full replacement, exchange or refund of the items as long as they have not been used, proof of purchase is provided and the items are returned to us within 30 days of receiving your order.

Before returning any items, please email us at studio@cocoroselondon.com, detailing the fault so we can arrange a replacement or refund as quickly as possible. Please ensure your name and order number are stated on your email.

In the case of a replacement, we will issue your new items within 2 working days of receiving the returned, original items. If we do not have any stock available for a replacement, we may offer you an alternative style or a full refund. Should a full refund be requested, we would ask that you kindly post them items back to us (at our cost) and we will then issue your refund once the items have been received.

We shall be under no liability in respect of any defect of the goods arising from fair wear and tear, wilful damage, negligence, abnormal usage conditions, alteration or repair of the ordered goods without our approval.

If the returned item(s) are not faulty or incorrect, we will process a refund minus any return shipping charges incurred by us.

       
Colours

We have made every effort to display as accurately as possible the colours of our products that appear on www.cocoroselondon.com. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate. However, if you are not happy, we will of course accept the return.  

This policy does not affect your UK Statutory Rights.